How do I return items?
Returning items to us is straightforward. Please follow the steps below to initiate a return:
Prepare your items:
Ensure all necessary items are packed together. If possible, use the original box the item came in and include any cables or additional items in the package. Please include a note with your full name, address and Onestream account number. You can locate your Account Number in your Onestream My Account or at the top corner of your bill.
Send via recorded delivery with Royal Mail:
Send your return using recorded delivery with Royal Mail. To then following address:
Onestream Fulfilment Centre, Unit 2, Fulcrum 4, Solent Way, Whiteley, PO15 7FT
Keep the tracking number: Make a note of the tracking number provided on the returns label. This tracking number will help you monitor the progress of your return and ensure it reaches Onestream successfully.
Please note: all routers must be returned within 14 days of the service ceasing to avoid being charged, if your services have not yet gone live you will need to return this within 14 days of requesting to cancel your order. If you have been charged an ETF (early termination fee) you are not required to return your router.